How to Configure Webhooks in ProProfs Help Desk

Handling support workflows often requires your Help Desk to sync with other business tools. Webhooks automate this by sending real-time updates to external applications whenever specific events occur in the Help Desk. This ensures you stay informed instantly without manual checks, allowing for faster responses and smoother processes.

Benefits:

• Event-Based Marketing Triggers: Launch targeted email campaigns or follow-ups when specific ticket types are created.

• Proactive Service Actions: Automatically schedule maintenance or service calls when specific issues are reported.

• Inventory & Resource Sync: Update stock levels or resource allocation in external systems as soon as related tickets are logged.

Use Case: An e-commerce business uses ProProfs Help Desk webhooks to connect its support platform with Slack and its order management system. When a high-priority ticket about a delayed shipment is created, the webhook instantly sends the ticket details to the logistics channel in Slack and updates the customer’s order record in real time—ensuring both support and operations teams can act immediately.

To configure a webhook in ProProfs Help Desk:

Step 1: Access Webhook Settings

Go to Settings -> Workflows -> Webhook to start the configuration process.

Step 2: Set Up Webhook Configuration

• Webhook URL: Enter the destination URL where webhook data should be sent.

Example: https://yourdomain.com/webhook-endpoint

Webhook URL Validation: When saving, the system sends a verification request to your endpoint with:

Your server must respond with:

This confirms your endpoint is ready to receive events.

• Ticket Events: Select when the webhook should be triggered:

Ticket → Create: Fires when a new ticket is created.

Ticket → Reply: Fires when a reply is added to an existing ticket.

• Ticket Fields: Choose which ticket fields to include in the payload (e.g., Ticket ID, Subject, Status, Priority, Customer Name, Customer Email).

Step 3: Review the Sample Payload

After configuration, a sample payload appears in the Test Webhook section.
This shows the JSON format your endpoint will receive for the selected events and fields. You can review it before testing.

Step 4: Test the Webhook

Click Send Test to send the sample payload to your endpoint.

The system displays:

• HTTP status code (e.g., 200 OK)

• Response body returned by your endpoint.

This confirms whether your webhook is working as expected.

That’s all about configuring webhooks in ProProfs Help Desk. Please contact our support team if you encounter any issues or questions.